Teams at Genesys

Manage enterprise customer portfolios and executive relationships, driving adoption, retention, renewals, expansion, and measurable business outcomes. Develop success plans, lead business reviews, identify AI use cases, guide responsible AI adoption, analyze usage and health data, close adoption gaps, and coordinate onboarding, professional services, support, product, sales, and renewal teams. Requires deep AI expertise, structured adoption leadership, SaaS sales experience, and strong executive communication.

Designs, develops, tests, and supports customized digital and voice bots, generative AI bots, and agentic virtual agents. Leads customer workshops, solution architecture, integrations, routing applications, testing, delivery, knowledge transfer, and technical consulting. Partners with product and technical teams to define user stories, estimate work, resolve escalated issues, and provide customer training. Requires extensive CCaaS, bot, webhook, IVR, speech recognition, generative AI, and client consulting experience.

Leads competitive and market intelligence for AI, CX, CCaaS, and WEM markets. Analyzes competitor strategy, pricing, partnerships, win/loss data, customer insights, and market shifts to produce recommendations for Product, Marketing, and Sales. Creates battlecards, competitive plays, briefings, and enablement materials, while using AI tools to accelerate research and synthesis. Measures intelligence impact on deals and supports strategic decisions across the organization.